NOW AVAILABLE! Great Service Sells
How Great CSRs Turn Service into Sales – book and audio CDs
Designed for CSR group learning in staff meetings using both the print book and accompanying audio CDs. Presented in 21, five-minute chapters, the tips, techniques, real-life stories and personal challenges offer a year’s worth of training sessions. For a complete list of chapters and facilitation tips, go to www.sellingstrategies.com.
Newsletter readers receive a 20% discount by using coupon code NEWS11 at checkout
Thoughts from the Road
Thoughts from Others
Thoughts from the Office
On the Road in 2010
The Energizer Minute
This month, in honor of Groundhog's Day, tune in and hear Until we get it right..
Go to the
www.sellingstrategies.com home page and click on the
Energizer Minute.
Quote of the Month
"Engagement enables enjoyment. ." EH
Thoughts from the Road
Looking for change of heart?
Just keep going.
Visiting my mom has spoiled me. Not because
she has all of my favorite foods (which she does) or our
conversations stimulate my mind (which they do), but because she
in lives Sun City, Arizona, where it’s always warm and sunny.
Well almost always. I awoke to an uncharacteristically cold and
rainy morning. I was tempted to roll over and stay snug and
warm, but knew I needed to take my morning walk. So I dragged
myself out of bed to walk my regular three mile loop which heads
south from my mom’s door, then east, north, west and back south.
.The air was damp and drizzly, but the wind
made the temperature even colder. OK, not really cold, but
Arizona cold. I headed south feeling gloomy like the day. I
passed a few dogs, owners attached, both dressed in
comical-looking rain gear. My frown started an upturn. By the
time I reached the eight-minute point of my walk when I turn to
head east, the sun was just starting to appear. The raindrops
were resting in the crevices of the cactus plants that adorn
almost all the yards. My smile grew. Making the turn to head
north, optimistic golfers were driving their golf cars for their
early morning tee time, each one waving to me as they passed. My
dad always said, “It never rains on a golf course.” Now I had a
spring in my step. As I made the last turn to get back on my
mom’s street with only ten minutes left on my journey, I didn’t
want it to end. What started as a half-hearted effort changed
with every step, every waving person and dog, and every touch of
nature.
Available Now!
My new book and
audio - Great Service Sells – How CSRs Turn Service into Sales.
Thoughts from Others
Harvey Mackay is the author of the New York Times’ No. 1 best
seller “Swim with the Sharks Without Being Eaten Alive.” Here
are some pithy and meaningful thoughts from his syndicated
column that are worth sharing.
"Control yourself: Remember anger is just one letter short of
danger.”
“What we have done for ourselves alone dies with us. What we
have done for others lasts forever.”
“How
people play the game shows something of their character. How
they lose shows all of it.”
“Love your competitors. They are the only ones who make you as
good as you can be.”
“A
person without a sense of humor is like a car without shock
absorbers – jolted by every pothole in the road.”
Thoughts from the Office
How important is this call?
It was Sunday morning at 10:00 AM and John
was calling a technical help desk at the suggestion of an
auto-reply e-mail response to a customer service issue. This is
what he heard. “Thank you for calling Dell customer support. Our
office hours are 7:00 AM to 7:00 PM Central Time, seven days a
week. Thank you for your call.
Goodbye.” Click.
-
Is the automated reception they receive consistent with your
brand of service?
-
What do your customers hear when they call you?
-
Does the system make it easy to connect with a live person
(who is friendly) at any time?
-
Is the customer being served? Are options available after
hours?
Have your office staff and customers weigh-in
on the reception your callers hear. What, if any, changes should
be made?
-
Strategy planning consulting and facilitation
Professional facilitation
enables owners and managers to agree on goals, strategy, and
implementation. Establishing priorities, creating action plans,
timelines, accountability and follow through generate results.
-
New producer development and sales coaching
Customized personal
guidance for new producers. Includes sales plan creation,
structured curriculum and phone coaching,
-
Workshops – Turning Service to Sales for CSRs and Client
Based Selling for producers
In-house workshops for agency sales and service staff. These
sessions fast forward individual skill building resulting in
improved customer retention and new business growth.
-
Presentations
Speaking topics include Lean and
Mean Management, Selling from the Inside, and Kick Your “But” to
name a few. Learn more on the website information page.
-
Create an Effective Marketing, Sales, and Service Plan
Phone consulting for agencies with fewer than eight people.
Learn more on the website consulting information page.
For more information,
www.sellingstrategies.com or
emily@sellingstrategies.com or 888-309-8802.
- Speaking engagement in Albuquerque, NM - private client - February 19, 2010
-
Speaking
engagement in Scottsdale, AZ – private client – February
23-24, 2010
-
Speaking
engagement in Denver, CO – private client – February 25,
2010
-
NAPSLO
Mid-Year Conference, Scottsdale, AZ March 3-6, 2010
-
Independent
Agents and Brokers of SC spring conference, Columbia, SC
March 17, 2010
-
Agency
Management CIC, Louisville, KY
March 18-19, 2010
-
AMS User’s
Group Annual Conference, Nashville, TN
March 25-27, 2010
- Consulting engagement in Charlotte, NC - Private client - April 7-8, 2010
-
Speaking
engagement in Des Moines, IA – private client – April 11-13,
2010
-
Speaking
engagement in Appleton, WI – private client – April 14, 2010
- Consulting engagement in Charlotte, NC - Private client - May 18-19, 2010
Strategies for Success Newsletter is published by Emily Huling Selling Strategies. www.sellingstrategies.com
For further information E-mail: emily@sellingstrategies.com
© 2010 Emily
Huling. All rights reserved. Feel free to share our newsletter
if copyright and credit are always included.